1. Scope
These SLA Terms describe standard support targets for managed IT clients. Your Service Agreement may include different or additional commitments, which take priority.
2. Ticket priorities and targets
- Urgent — business down or security incident: first response within 1 hour, 24/7 for clients on 24/7 plans.
- High — major function impaired for multiple users: first response within 4 business hours.
- Normal — single user or non-critical issue: first response within 1 business day.
- Low — requests, questions and scheduled changes: first response within 2 business days.
- Resolution targets are shown on each ticket in the client portal with a live countdown timer. Targets are goals, not guarantees of resolution time.
3. Support hours
Standard business hours are Monday–Friday, 8:00 AM–6:00 PM Eastern Time, excluding U.S. federal holidays. After-hours support is available for urgent issues according to your plan.
4. How to request support
Open a ticket in the client portal, email info@softstarmovement.com, or call (336) 895-1345. Response targets start when a ticket is received through one of these channels.
5. Exclusions
Targets do not apply to issues caused by third-party vendors or carriers, internet outages outside our control, client-made changes, unsupported or end-of-life hardware/software, force majeure events, or scheduled maintenance announced in advance.
6. Service credits
If your Service Agreement provides service credits, they are your sole remedy for missed SLA targets and must be requested within 30 days of the affected month.
This document is provided for general information and does not constitute legal advice.